Remote not finding brain

Hi everyone, I'm trying to set up my NEEO remote. I'm having an issue where my remote lost connection with the brain (it was working smoothly for a few hours). I tried to turn the remote on and off to see if that would help but it didn't help. I then tried to repair the remote to the brain as well but I'm getting stuck at the "loading interface" step. I keep getting an error saying "oh no something went wrong." Note that the app on the phone is working fine. I finally tried going into recovery mode but the remote is not able to find the brain. Any help would be appreciated  

Reply
39replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Same boat here. Tried remote recovery (mute/power... menu... relink by pushing on brain). No go. Tried re-entering WIFI credentials into brain... success getting on WIFI for brain, remote still no go. Been dead all day. Sometime during programming of recipes it stopped responding - remote was not even being touched - all work was done on iphone and testing from soft buttons there. Remote was unresponsive, did a reboot, and it came back this way.

    Like 1
  • Dear NEEO team,

    Will someone kindly respond to this?  I have been pulling my hair out trying to get this remote set up. 

    Like 1
  • hey guys,

    sounds like an issue with the wifi connection of the Remote. could you provide me with the following information:

    • the app is working when that issue occurs. is that correct?
    • your wifi access point security settings (Open, WPA2, etc.) and the access point model
    • could you send a screenshot with debug mode enabled? to do so,  press repeatedly <menu>, <channel down>, etc until the log shows while the error screen is shown.
       

    Thank you very much.

    Like
  • I am having a very similar issue, My iPhone app can connect to the brain and control my devices, but the remote is essentially a brick, just keeps trying to connect and giving me the same "oops something went wrong" error as the OP

    Like 1
      • Sandro@NEEO
      • Software Engineering, Compliance Management
      • Sandro
      • 2 yrs ago
      • Reported - view

      Alan Hunter Fellows Thanks for reporting. Please follow also the instructions above.

      Like
  • Ok - so doing a full brain/remote reset allows it to relink. After that reset - remote worked great, added devices and base recipes still working well. I then spent two days getting it all setup (adding z-wave devices mainly - and disconnected the brain, carried it near my main zw controller for better comms, then returned it to the home theater area after two days. The entire time those two days, remote seemed to be connected and worked - albeit nothing changed anything in the HT room since it was too far). The day I brought it back and picked up remote, the remote cannot communicate with brain. WTF. Wasted two days again. So per your request...

    On WIFI admin brain is showing -62dBm to AP, remote is showing -62 dBm to AP. Both are associated to the same AP. My WIFI is Unifi mesh with three AP-AC-HD access points. The SSID everything uses is a combo 2g/5g SSID with WPAPSK and AES encryption. App works fine, remote cannot load. See screen shot - there is a 500 error coming back from the brain it seems - so something on the brain is buggered. Considering the remote is getting a a response (even though it's a 500 app fail response) it does not seem to be a connectivity issue. Hope this helps. Please push an update to the brain to fix this. 

    Like
  • Also - what is this "neo link enabled" button on the app? It has always been off... should it be on? What does it do when turned on vs off?

    Like 1
  • Sandro Here is another screenshot. The first screenshot was just doing a power-on retry to join. This one is doing a "re-pair" process. As you can see, the remote finds a connection, finds the brain and from that point onward, same issue there is a 500 error coming off the brain.

    Like
  • One more piece of potentially helpful info - I am able to query the XML of the brain from my browser using port 3000. No 500 error there. Since I don't know the full GET request being sent from the remote, I cannot replicate that short of getting a sniffer out (not going there). Thanks

    Like
  • Thanks for gathering all that information, that helps a lot. Since your NEEO App is running fine, we should be able to get everything going without having to reset the NEEO Brain, so let's hope you did not really waste another two days.

    I am currently talking to our developers to get that analysed, due to data protection I only have limited access to your logs. What I have seen is that you NEEO Brain and Remote are both running the current firmware.

    Is your NEEO Brain running on Wifi or is that connected on ethernet? 

    Could you test if separating your 2.4 and 5 GHz WiFi on separate SSID makes a difference? After changing that setup, you'd have to setup the Wifi again in the settings on your NEEO Brain before pairing your NEEO Remote again.

    To pair your NEEO Remote again, turn it off, then press and keep pressing the hard buttons "Power" and "Back" on the NEEO Remote, this will bring you back to the setup screens of the NEEO Remote.

    Like
    • Patrick Ok - created a 2G only network, hooked up ethernet, switched brain to new 2g only network. Booted remote with power-mute combo, then menu... then pushed down on brain as instructed and started pairing. Same bang - something went wrong. Looking at debug - still the same HTTP status not OK: 500.... 

      As I mentioned earlier - since we're seeing HTTP errors of 500 (which is a server error occurred normally) connectivity seems fine. Leaving it on the 2g network for now until you give me next steps to try. Thanks

      Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Peet Wright I am looking at that with our developer team at the moment. I hope I can come back with more info soon.

      Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Peet Wright OK, according to our developer we were able to reproduce the error. A work around for the moment is to remove the thermostat you have added . Could you test that and let me know if that helps for the moment.

      We are further analyzing the actual cause.

      EDIT: Unfortunately this is a reproducible bug that will need to be fixed within the firmware. The task has to be assigned to the developer team and I will let you know once you may go ahead and test that again. I hope you understand that this might take while though, but we are trying to get it in the next release. Thank you so much for gathering all of that information, you helped us a whole lot!

      Like
    • Patrick So how do I do this without screwing up all of my alarm.com programming etc? I cannot just delete two thermostats from Neeo for some reason. It wants me to exclude them from the zwave network - this should have the effect of completely taking them out of my zwave mesh and therefore out of my 2gig control panel AND my alarm.com setup and all my schedules and rules etc. Creating a giant cluster#$! Hitting the red "remove device" generates a "status: failed to remove z-wave device"... Please reply asap - I'm trying to work and keep this going so I don't lose more days on it.

      Like
    • Patrick This is now beyond silly. I could not exclude the thermostat. I cannot delete it as a broken device (fails to delete), I tried a controller reset, it fails. I excluded the controller (neeo) from my primary controller. That failed too. I then powered off neeo brain, rescanned zwave network - it found the missing node and allowed me to remove it from the primary. Neeo brain shows it is not part of the network - the zwave function to include it is available - but all the devices still remain. I cannot delete any of them, I cannot exclude them. It's a mess. Something is seriously wrong with the entire zwave implementation on this. If you read my other notes on the discussions, you'll see I've been fighting with neeo brain for days trying to get my whole set of zwave devices included. Not once have I gotten them all in. So this ties into your usage case for sure. But now what? Other than another full nuclear option - I can't think of anything.

      If I tap on the thermostat, tap delete, only option next is exclude, tap that, my device is broken, tap that, red remove device tap that: Status: failed to remove zwave device. 

      If I try and do it the "right way" tap on thermostat, tap delete, tap exclude, go to thermostat and hit exclusion button, it processes pretty quickly there by the looks of things, but app still shows it trying to do something and sits there, eventually goes to Sorry, but this device could not be excluded, these are your options. Hit remove device, same Status: failed as above.

      It would be comical if on a TV show. But not so funny at the moment.

      Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Peet Wright Sorry, I guess I did express myself a bit unclear. The idea was to only remove it from the NEEO Brain, this should have no influence on your alarm.com panel at all.

      So as far as I have understood, you were not able to get that thermostat removed from NEEO in any way?

      The "nuclear option" you are describing is the "Reset Z-Wave Controller" option on the NEEO Brain? That would result in your thermostat being removed without having an influence on your primary controller. But of course, this would remove every single z-wave device you have already added to your NEEO.

      I have forwarded the really annoying issue you ran into to our developers.

      Like
    • Patrick no. Now my only nuclear option appears a full brain wipe. I cannot reset zwave controller. Delete zwave device. Etc. nothing zwave related functions on neeo. I am sitting like this in case you have a new firmware for me to try but would rather move on. Let me know how to handle this. Full details on what I tried are above in gory detail. 

      Like
    •   Patrick So would you please let me know what to do? I'm sitting here with bricks. If it's a day or so before new firmware is out, I'll wait so we can see how it affects a remote setup in my messed up state. Otherwise, I'll erase and start over so I can at least use it.

      Peet

      Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Peet Wright If you could setup a port forwarding to get us SSH access on your NEEO Brain I could have our developers check if they can fix that remotely. Due to the time difference to Switzerland that will take a while though. 

      This is a really ugly bug, but the fix is already done for the next release. Now that may sound weird, but I want say thank you for finding that one!  

      I am truly sorry for having to say that, but I do think the quickest option would honestly be a full reset of the NEEO Brain. 

      Like
    • Patrick Sorry no can do on SSH - my work prohibits that sort of access to my network. Even though my home network is isolated from the work, I just can't.

      I don't mind totally blowing away and starting over - I was waiting to see if loading firmware would help you guys is all. If I have to wait days and days - forget it, I'm nuking and moving on. I'm glad I found a major bug - send bounty! ;) I'll be doing a full reset later today. I assume the major bug is tied to the Zwave integration? I am hoping that this fixed firmware will make adding my ZW network devices much better (frankly couldn't be worse now so high hopes).

      Like 1
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Peet Wright Thanks a lot for your understanding! The bug is related to z-wave in combination with thermostats. 

      Like
    • Patrick I think there is more to it than just that... I've had one hell of a time trying to get all my devices to show up from Zwave. Basically - I go to my panel (go control GC2) and do add device, go to brain zwave, and start pairing. Over the next hour or so it picks up most of my devices. Though inevitably, 2 or 3 do not show up as available. They are in that list of uninitialized. All 3 are the same type of device, a lamp module that hangs on the outlet and a lamp plugs into it - Leviton RZP03. Sometimes 2 are unavailable, sometimes all 3 - all 3 work via alarm.com and the GC2 panel and are definitely awake and are not battery devices that need waking. In fact they are repeaters in addition to being devices. So in addition to the hard error when controlling the tstat, I had this too - it's mostly likely related. Hopefully this will be included in the fix. Thanks

      Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 2 yrs ago
      • Reported - view

      Peet Wright Thanks a lot for the additional information, that will help our developers a lot! 👍

      Like
    • Patrick 

      Matt Lippmann said:
      remote won't pair unless there are wireless network credentials.

      Is this a know limitation ?

      Like
  • Resurrecting a dead thread as I too have massive issues with the remote failing to connect to the Brain, failing at the loading interface step after pairing and connecting to WiFi. 

    I have zero z-wave devices on my system, NONE. Only A/V equipment like TVs, DirecTV, etc. I wasted an hour and half this morning and still couldn't get the remote to work. 

    I've tried everything: restart remote, reboot remote, re-pairing, rescuing remote, unplugging Brain, changing network router settings, resetting Brain, resetting Brain network connection, "nuclear" option with Brain, assigning static IP addresses, you name it. I tried running off ethernet only, doesn't work, remote won't pair unless there are wireless network credentials.

    My router is an ASUS RT-AC88U running the standard firmware.

    I go through this multiple times a week for no apparent reason. Hours wasted. At this point NEEO is basically useless paperweights. This is just plain ridiculous for a several hundred dollar unit. Just ridiculous.

    Frankly, I feel as though I have paid hundreds of dollars to become a beta tester.

    Like
    • Matt Lippmann , I feel your pain, I’m no network guru so after getting an answer back regarding mine (same issue earlier in this thread), I moved to a new house and it’s been sitting in a box on the floor next to my AV setup collecting dust. Maybe one day I’ll try and set it up again and decipher whatever instructions they gave me to try and fix it. Or maybe I’ll sell it on eBay or try and send it back. Good luck, hopefully you get a simple answer and now that I have a weekend off maybe I’ll try and mess around with it.

      Like
    • Matt Lippmann 

      Like
    • Matt 

      Same thing here, I have a Netgear Wndrmac router. No clue what to do next. wait. 

      Like
  • Same problem here - worked fine the first day when setting everything up, but now the remote is just a brick.

    Getting the Ops! message as well, tried to resync, put the remote in recovery mode, tried with the new firmware today, but same sh**. Can’t get the remote to work.

    it just says: Failed to load interface

    Like
    •  Same here - received the unit a week ago. Brain and app work fine, remote has also the interface loading issue - extremely annoying.....

      Like
    • mattiasdk Sascha Wyss

      Did you both try the force reboot and resync allready? Am i right, that both of you see an image on the display?

      If you hold down the power for 10 seconds it forces the remote to shutdown, then hold back and power at the same time, until the remote boots up again. then follow the FTUE guide to resync the remote, if this also does not help, we can set you remote back and reload the firmware from the brain. Just reply here and mention me, i can give you the instructions, or contact me vie direkt message.

      Like
    • Markus Mahr Thanks for helping! Yes, I see the same nuke pic onmy display as shown at the start of this thread. I followed your procedure and it did nor help a bit - Interface can still not be loaded.....

      Like
    • Sascha Wyss Is your brain wired or only run on WiFi? If WiFi only, try the same but reboot the Brain when it is connected to LAN via cable. If this also not help, you should redoo the WiFi setting in the Brain, therefor open the menu, select neeo brain and wifi setup. After redone, try again to connect the Remote to the Brain, if this also not help, you can try to Recover the remote as follows:

      Power Off Remote (hold Power for 10 seconds) hold mute and power until you see the recovery menu, now press Menu on the hardkeys, this erases all data from the remote and should start via FTUE again and reload the Firmware and the WiFi Setting to the remote.

      If all of these also not help, you should mention Patrick, Emily and Jeff (all with the black / white pictures) to give you more help. But i guess then the remotes needs to be interchanged, but they will let you know how to go on.

      Pressing thumbs that the remote comes back up. Please update me, if something has helped or not.

      Like
    • Markus Mahr Thanks a lot! Setting up Wifi again on the brain and the removing the ethernet cabel did the trick.

      Like
      • mattiasdk
      • mattiasdk
      • 2 yrs ago
      • Reported - view

      Markus Mahr Just tried all of your steps, but the remote still won’t load the interface. It has no problem seeing the brain, connecting to WIFI (at least what it says on the display), but when loading the interface it says Oh no. Sometimes it also says Ping failed?

      My recipes through the brain works fine via the app, so there’s a connection establishes, but the remote is still just a brick. 

      What to do?

      Like
      • mattiasdk
      • mattiasdk
      • 2 yrs ago
      • Reported - view

      @Patrick Any ideas?

      Like
    • mattiasdk best what you can do is write a mail to support@neeo.com and provide a link to this topic, also give them your full data, I'm confident that they are willed to replace the remote and come back to you on short hand. Sorry for the trouble.

      Like
  • I received a replacement NEEO Combo last Friday and set it up Saturday morning. I have been using the new unit over the weekend with I am happy to say, no issues. I have had none of the problems I was experiencing with the first unit. The Brain now stays connected and available on the network, NEEO Link stays active, the remote stays synced to the Brain and the app quickly and easily finds both of my Brains quickly and repeatedly.

    The only small wrinkle I had came when setting up the new Brain. The new remote somehow paired itself with the Brain I have in the upstairs bedroom. I can't figure out how this would happen as the remote was brand new and I never tried to pair it to the bedroom Brain. I had to "nuke" the remote by shutting off then holding the power and mute buttons to put it into rescue mode then select the full firmware recovery mode. I was then able to re-pair with the family room brain.

    Interestingly, the bedroom Brain has had none of the issues I had been experiencing with it either since replacing the family room Brain. The only thing I can figure is that something about the family room Brain was interfering with the network somehow, although I can't fathom how the would be.

    Anyway, all seems to be functioning properly.

    My only remaining "issue" is the functionality of the remote display. It frequently "double" swipes when moving between screens. I've replicated this many times. It happens intermittently regardless of how long of a swipe use try or where on the screen I touch to swipe.

    Like
  • Hi,

    I had the same problem as some people here that the remote failed to launch the GUI. Nothing helped including the recovery mode and reinstalling the latest firmware.

    The problem occurred after I renamed my Wifi SSIDs. I had two networks, one 2.4 GHz and one 5 GHz sharing the same SSID. As Raphael and Patrick suggested in some threads here, I splitted them to use different SSIDs to deal with reconnection problems of the remote that I faced from time to time. After this change, I successfully reconnected the brain to the new SSID using an ethernet cable but the remote did not (as described from others in this thread).

    This is what I did to make it work:

    1. The new SSIDs did contain spaces, the old one not. So I renamed them again to use underscores instead of spaces. Now the SSIDs are something like "ABC_2.4_GHz" and "ABC_5_GHz" instead of "ABC 2.4 GHz" and "ABC 5 GHz".
    2. I did the pairing with the remote while the brain was connected via ethernet cable.

    Because I did both steps at the same time I am not sure, which one solved the problem, but I think it was the spaces in the SSID. I hope this helps the NEEO team to reproduce the problem and provide a bugfix in the next firmware. And in the meantime, maybe some people from this thread are able to "unbrick"  their remotes :)

    If you need any more details, I would be glad to help.

    Like
Like2 Follow